Senior Member Services Team Lead

Georgia's Own Credit Union

63d•Hybrid

About The Position

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office. Team Leads will be responsible for an assigned team of Member Services Representatives, this includes but is not limited to: ongoing training, coaching, and mentoring; as well as, monitoring employees’ daily productivity and attendance. Responsible for monitoring call volume at all times and being proactive in maximizing call handling for their team.

Requirements

Use of a phone with good hearing and speaking abilities.
Use of a PC, keyboard, and calculator with good hand coordination necessary for filling out forms per member request.
Basic sales skills.
Strong math skills.
Strong communication skills.
Good organizational skills.
Ability to work in a team environment.
Ability to deal with member reaction in adverse situations.
High school diploma or equivalent.
One to two years of experience at Georgia’s Own preferably in the Member Services call center.
Ability to perform each essential job duty satisfactorily.
All employees must be able to communicate face to face or through technology with or without reasonable accommodation.
Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs.
Clerical office duties on various forms of technology are required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT.
Employee’s obligation to ensure that NMLA registration pertaining to the SAFE ACT is kept current.
Employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.

Nice To Haves

Previous supervisory experience.
Ability to be supportive, calming, and instructional.

Responsibilities

Answer Member Services Representative’s questions and determining the need for any additional training.
Take wire requests from Member Services Representatives, contact the member, complete the wire form, facilitate receiving the signed form from the member and send the form for processing.
Complete daily Tier 2 (lower priority), Support Team email (standard priority) and Escalated requests (high priority).
Mentor and coach assigned Member Services Representatives to improve Services and Sales skills to increase productivity by reviewing daily individual performance reports and meeting with assigned Member Services Representatives as needed to address deficiencies and offer improvement suggestions.
Engage with each assigned Member Services Representative daily during desk walk arounds.
Perform side-by-side coaching as needed.
Meet weekly with other Team Leads to discuss obstacles, learning curves, and new procedures needed for their assigned teams.
Facilitate frequent team huddles based on weekly Team Lead meetings.
Collectively monitor the phone queue optimizing the effectiveness of team members.
Inform the department of peak in the call volume.
Take and handle complicated, extended calls from representatives, when necessary, to maximize call handling for the department.
Sign into the queue and take Member Services calls during peak times.
Complete timesheets, monitor and track PTO, unscheduled time off, and tardiness of their assigned team.
Answer inbound Member Services calls, as needed.
Collect end of day work for the department on Team Lead’s assigned late week.
Comply with all Credit Union policies and procedures.